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Increasing frequency of disconnects - LV
Here's a screen shot of my recent log for my SB6120. It shows a ton of critical leading to a reboot due to T4 timeout. Any ideas on how to resolve this issue as it has been happening now for about 2 weeks on a random basis. Today is the worst though.
Both times I've called (5/24 & 6/7), the modem finally synched at the end of the call after it had been logged. It will ultimately re-synch but some times (like today) it took over an hour. Trying to determine if maybe the modem needs replacing or if it's just a service issue on Cox side.
Thanks.
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Health_Edge
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What are your modem's signal levels?
Also, it may be easier to upload the image to imgur.com or someother photo sharing site. Or better yet, just copy/paste the text. Be sure to remove any "CM MAC" addresses from the logs though, for privacy reasons.
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nvguy41
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[3] 64QAM
[3] 64QAM
[3] 64QAM
[3] 64QAM
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Health_Edge
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Those signal levels look pretty good. However the problem thats causing the T3/T4 may not be occurring right now. Try checking them the next time you have a error?
Also, what do you have the modem plugged into for power? Sometimes power fluctuations can cause service interruptions, kind of like bumping a record player when its playing. The power supply could be going bad too. Does it feel hotter then usual?
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nvguy41
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Plugged into a UPS meant to clean up the power (i.e. reduce fluctuations) before delivering to devices that are plugged into it. Power supply just a bit warm, which seems normal.
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Health_Edge
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Try plugging it into a normal electrical socket? I have seen UPS start to cause problems as they reach the end of their lifespan. If it doesn't have separate power banks, draw on one outlet can cause fluctuation on the others. Also, the modem itself is 4-6years old too, so it may be getting close to the end of it's lifespan too. You can atleast rule the UPS out though before buying a new one. I would suggest the SB6141. Might even see a small performance boost since it can bond up to 8 channels downstream.
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nvguy41
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More of the same with the T3/T4 (see below). Still not sure what's up but may just go ahead and bite the bullet on a new 6141... BB has them on sale atm... Also, the ranging response issue is what appears to be triggering the T3 timeout then the T4 reboot. Just my 2 cents as I have not researched the why behind the ranging issues. I may put another call into tech support as the log helped point towards an issue they had with some equipment on their side. Thought they fixed it, but the random disconnects continue.
Thanks.
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Health_Edge
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The "No ranging response" isn't the cause of the symptoms, its a explanation of it. The question is what caused the ranging response to not be heard, and that can be a lot of things. If its happening long enough that it triggers a T4, then it very well could be head-end issue, specifically if others on your street are having the same issue, but its hard to say for sure. Here is a decent breakdown of the different errors.
One thing I notice is the SNR is lower on the second channel even though the power strength is the same. This could point to a ingress issue on the 837Mhz range, or it could just be a fluke. If there is history of issues in your area I would suggest having a technician check it out before you buy a new modem.
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nvguy41
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Replaced modem with a SB6141 and all seemed good. I checked log this morning and found several resets overnight with same T3/T4 timeout issues. Guess I need to get a tech to check at the street as they've yet to see anything reported wrong with my area. Each time I call there is nothing going on with my area, but maybe it's something to do with my connection to the head end?
Thanks.
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Health_Edge
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When talking to them, ask them to check other modems on your street for T3/T4, specifically T4, since those are less common. If they see a issue on the street, they will still have to send a technician to you home so he can diagnose the nature of the issue and put in maintenance ticket if required. Try to get that ticket number if possible, because it makes it a lot easier to fallow up on the issue.
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